|
|
|
IssueTrak Cloud
|
Download Cloud FAQ
|
|
|
|
IssueTrak Cloud is the full IssueTrak software running in a cloud environment. You get the
benefits of IssueTrak without the time and money required to run your own server hardware,
software and IT infrastructure.
|
|
|
|
Q: Where is the IssueTrak Cloud hosted?
A: The IssueTrak Cloud resides in multiple data centers operated by Rackspace, a world leader in IT
hosting. Rackspace hosts IT for over 150,000 companies around the world, including over half of
the large corporations on the Fortune 500 list. Rackspace is SAS 70 Type II certified, and is
positioned as a leader in Gartner's Magic Quadrant for Cloud Infrastructure.
|
|
|
|
Q: Is it possible to get copies of my data?
A: Yes, we can send you your data upon request.
|
|
|
|
Q: Why might I consider cloud vs. on-premises?
A: Our cloud offering is designed for customers that don't have the time or resources to invest in the
hardware, software, or IT personnel needed to install and maintain a SQL Server-based web
application. IssueTrak Cloud is a simple, cost efficient way to deploy IssueTrak. Implementation of a
cloud solution can be faster and require a smaller time commitment than an on-premises solution.
Up front expenses are significantly less because it's not necessary to purchase your own server(s),
SQL licenses and network equipment. Ongoing support, upgrades, and enhancements are handled
entirely by IssueTrak. This can save a significant amount of time and money.
|
|
|
Q: Can I start out with the cloud service, and switch to on-premises later?
A: Yes, if you want to bring your IssueTrak application in-house down the road, we'll be glad to assist
you.
|
|
|
Q: Is it reliable?
A: The uptime of our high performance cloud exceeds 99.5%. Performance is continuously
monitored. Automatic alerts are sent to both IssueTrak and our data center partner, Rackspace, so
that immediate action can be taken if needed.
|
|
|
Q: Is my data safe?
A: Yes. Security is a primary consideration in the IssueTrak Cloud. Our cloud infrastructure is
protected by Cisco firewalls. Industry best practices for operating system and data security are in
place. These measures include backups, antivirus protection, proactive patch management, and
regular audits. Secure Socket Layer (SSL) encryption is available to secure communications to and
from the cloud application upon request.
|
|
|
Q: What are the cloud facilities like?
A: IssueTrak hosted solutions are maintained in a secure, high-availability data center with
redundant power, HVAC environmental control, fire and smoke suppression systems, and multi-level
physical security. Continuous power availability is ensured via first in line restoration of utility power
after major outages, rack uninterruptible power supplies, building uninterruptible power supplies,
and backup diesel generators with priority fueling. Physical security considerations include key card
access, closed circuit monitoring, and armed security guards. All technicians are subject to a dual
biometric authentication process and public access is expressly forbidden.
|
|
|
Q: What about Backups?
A: The data is backed up every 15 minutes, and then each night the data is transmitted to a different
Rackspace facility 1,000 miles away.
|
|
|
Q: Do you provide a Service Level Agreement
A: Yes. Because availability is vital to your business, IssueTrak is committed to maintaining a
minimum amount of downtime for your cloud environment. A Service Level Agreement (SLA) is in
place to protect you against unscheduled outages. It is available for review upon request.
|
|
|
Q: Where do I turn if there is a problem with my cloud solution?
A: IssueTrak Maintenance Plus is included as part of the IssueTrak Cloud service offering.
Maintenance Plus provides unlimited access to IssueTrak Technical Support. Support can be
reached at 757-213-1351 and is available from 7:00 AM to 8:00 PM EST Monday thru Friday.
Emergency after hours support for critical issues is available 24 hours a day, 7 days a week, at no
additional charge.
|
